SquareTrade, Inc.

SquareTrade offers two types of warranties, our Standard and Accidental Damage from Handling coverage. Our standard warranty covers mechanical and electrical failures that occur during normal use. While our Accidental Damage from Handling plan covers damage from drops, spills and liquid damage associated with the handling and use of the product. The warranty viewed by the consumer on the SquareTrade's website included accidental damage from handling protection.  However, the warranty purchased through the reseller's website did not offer Accidental Damage from Handling.  We have reached out to the customer to obtain any documentation from the time of purchase that would reflect an accidental damage from handling warranty being purchased.

Initial Business Response /* (1000, 5, 2014/08/05) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
Our warranties with damage protection (ADH)are only offered for new items. That's clearly indicated on our website as well as on the service contract which is...

available on our website and emailed to you afterwards.
I'm sorry, I do not see any notes regarding a conversation you had about covering a used laptop. I, obviously, can say for sure that it didn't occur, but coverage for new items is a main criteria so its unlikely that one of our agents would tell you otherwise.
Unfortunately, we would not be able to offer you money beyond the full refund which you've been offered. Your laptop is just not covered. I'm sorry.
Regard,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would atleast like a partial refund for the misrepresentation and the false selling of an insurance by one of your associates. It can be $50, and I will be willing to settle for that.
Final Business Response /* (4000, 9, 2014/08/18) */
Hi [redacted]
We're unfortunately not going to be able to negotiate on this.
Our webpage and terms and conditions are clear on what can and can't be covered. It is the customer's responsibiity to understand these terms.
Regards,
[redacted]

Initial Business Response /* (1000, 14, 2014/07/22) */
Hi [redacted]
I am [redacted], the Resolution Manager at SquareTrade.
Thank you so much for speaking with me today. I am so sorry for the back and forth on this. As we discussed, once you performed the hard reset, and the issue was...

still there, we should have taken it in as a hardware issue. I'll address this with the agent you spoke with as a training opportunity.
I'm glad the QVC was able to make it right for you, but I'm going to be following up with them to make sure we cover their costs for your refund. I'll also be sending a refund of the warranty money back to [redacted] so you'll be completely set on this claim.
If you have any questions or concerns, please let me know.
Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 16, 2014/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/04/23) */
We are sorry the consumer had issues with the billing.
We also do not understand why the credit cards are not being billed properly. We have escalated the issue to the proper department to resolve it.
This issue will not affect the...

validity of the warranty as we have documentation of the consumer trying to make payments.
If there are any incidental charges to the consumer due to this issue Squaretrade will reimburse the consumer for these charges.
We have contacted the consumer to let them know we are working on the issue.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company contacted me to resolve the issue. The issue is still being working on, however, they have reassured me that the policy is still active (even though they have not been able to fix the payment issue). As long as they honor the policy and do not charge any late fees, I am satisfied with their response. I am still annoyed that it required a Revdex.com complaint for them to communicate properly with me.

Initial Business Response /* (1000, 5, 2015/08/19) */
We are sorry the consumer had issues with the delivery of their device.
We did not have the phone in stock so we ordered a replacement phone. There was a typographical error in the address and the phone was returned. We have no answer as...

to why the consumer was not responded to in a reasonable amount of time. We are addressing the issue of not getting back to the consumer and the long hold times.
We have reordered the phone and it is scheduled to be delivered on August 20. We have refunded the deductible and the amount paid for the warranty up to this point. We are in contact with the consumer and they are aware of what we are doing.

Initial Business Response /* (1000, 5, 2014/05/05) */
Hi [redacted],
I am [redacted] the Resolution Manager at SquareTrade.
As some of our agents have messaged to you, software and data are not covered under our warranty.
You had a problem with the harddrive on your laptop and had...

filed a claim for that. We approved you for a repair. During the approval, we asked that you back up any data that's possible prior to shipping it in for repair, as the likely repair resolution would be a replacement of your harddrive. The the unit was repaired, we shipped the laptop and the original harddrive back to you.
If you need the data on that drive, you still have the option of contracting a recovery service of your choice to do this. Please be aware that data recovery on defective harddrives is a very involved and specialized service and, unfortunately, beyond the scope of our warranty.
To address your point that the laptop is "not whole." It is a fully functional laptop that only requires the necessary backup discs to perform as before. These backup discs would have been provided by your manufacturer or you would have been prompted to create a set during your initial computer set-up. Had these discs not been created, of if you've lost the original discs, you can also purchase a replacement copy from the manufacturer for a small handling fee.
I'm sorry that your harddrive failed, but we did provide you with a quick repair and also sent you the original harddrive to facilitate data recovery. I hope you luck in recovering your data.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response received , however disagree with some of the statements presented as follows...
"During the approval, we asked that you back up any data that's possible prior to shipping it in for repair" -
My rebuttal: software is not data, it is an operating system program, it is also copy-protected and not possible to backup; data is files, spreadsheets, pictures, videos, etc (in which I did back up)
"It is a fully functional laptop that only requires the necessary backup discs to perform as before" -
My rebuttal: laptop is NOT FULLY functional as critical pre-loaded features and programs have been lost(MS Office, WebCam, Adobe, Security Assistant, Program Manager); laptop now has greatly reduced functionality
To restore the product to it's original state, it was necessary for me to additionally purchase Backup Discs and perform the re-installation at my own expense.
At this time, going forward, I would hope better instructions and options are presented before the actual repair process & work is started..
Final Business Response /* (4000, 9, 2014/05/09) */
Hi [redacted],
I'm glad you've been able to get the backup discs and reinstall it onto the laptop.
But to address your point, the backup discs is really the computer user's responsibility to acquire. Most manufacturers would ask you to create the backup copy during your initial setup. Unfortunately, having to buy the discs is a necessity for anyone who has a failed harddrive. There isn't really a work around to this from a repair standpoint.
Regards,
[redacted]
Final Consumer Response /* (2000, 11, 2014/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I'm not happy with all the events, I do appreciate the fast response time not only from [redacted] (Resolution Mgr) but also the actual service work/return performed...thank you SquareTrade and Revdex.com..

Initial Business Response /* (1000, 5, 2015/08/25) */
We are sorry the consumer had issues with their device.
The warranty that was purchased was purchased for the incorrect coverage amount. According to the consumer he specify requested from the SquareTrade representative to get full...

coverage for the tablet.
For that reason we are making a one-time exception and will reimburse the consumer an additional $200.
We have contacted the consumer and made them aware of the reimbursement that we are sending. We also made the consumer aware of the fact that they have 30 days to purchase a warranty from the time they purchase a device and they need to confirm the warranty coverage within those 30 days in case we need to have the consumer cancel the wrong warranty and purchase a correct warranty.

Initial Business Response /* (1000, 5, 2014/03/26) */
Hi [redacted],
I am [redacted] the Resolution Manager at SquareTrade.
I am so sorry for this case. I just checked in with the manager of our mobile services team and was informed that this was a clerical error on our part.
[redacted]...

did send in an investigative ticket on 3/21/2014 after speaking with you and mobile had refunded the $350 back to the same card that was charged on that day. Please check your credit card, you should see the $350 credit by now.
If you do not, please reach out directly to me at [redacted]@squaretrade.com and I'll take care of that for you.
Again, I apologize for this error. I know how frustrating it is to have to deal with these types of issues. If you've incurred any sort of late or bank fees due to his error, please let me know, I will reimburse you for these fees.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/04/06) */
We are sorry the consumer had a delay in the repair of their phone.
Sprint is having a problem with activating phones on their system. Sprint is looking into the problem. Therefore we have offered a repair.
Due to the repair delays we...

will reimburse the consumer the warranty price and the deductible. We will inform the consumer so they know the status.

Initial Business Response /* (1000, 5, 2015/03/10) */
We are sorry the consumer has not received his payment.
According to our records the check was processed on January 8. The payment to Paypal was for another transaction. The address we have on file is unverified by the USPS so the check...

was not delivered. We will find a proper shipping address and have the check sent overnight.
Initial Consumer Rebuttal /* (2000, 7, 2015/03/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The business handled it professionally and is sending my check overnight via FedEx.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   I will proceed with the return of the tablet that is not working as I have little other recourse.
I feel that as a long time customer that has had to spend a number of weeks trying to get service but was actively prevented from getting that service from SquareTrade, that just settling this for a $[redacted] would have been the right thing to do for SquareTrade.  I will proceed with the return process and hope that I am not waiting another 4 weeks or more for a resolution.Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2014/06/17) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the hassle on this case. We have your account, but as noted to you by our agents, the warranty that you've indicated you purchased on December of 2013 is...

not available to us.
The documents we need for verification would be either the purchase confirmation from eBay or a Payment statement from PayPal, if you used PayPal for your purchase. You sent us a clip of just a credit card statement without any identifying information, so we were not able to use that to help locate the missing warranty.
I will have a senior agent contact you right away to assist in getting this case resolved.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No... I have not heard from SquareTrade. The credit card transaction is proof enough that I purchased the warranty. In Dec. 2013 I e-mailed SquareTrade my receipts. I do not have the PayPal receipt or SquareTrade receipt. my computer crashed and lost the receipts This should be proof enough.
[redacted]
Final Business Response /* (4000, 9, 2014/06/20) */
Hi Mr. [redacted],
Unfortunately, the statement you sent us only had the listing, but does not have any contact info, so we're not able to verify the information on it.
PayPal keeps its own records, though, so if you can access the account, you should still be able to get the invoice for this purchase. This will serve as your receipt, which is what we need for verification purposes.
If you wish, I can have an agent contact you to assist with this process.
Thank you,
[redacted]
Final Consumer Response /* (4200, 13, 2014/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The cell phone was purchased though PatPal and in the transaction that I sent you was from my US Federal credit card. I contacted US Federal Visa and requested a receipt they said they would try to get it from SquareTrade. This is a SquareTrade Charge to my Credit card last four# [redacted]

Initial Business Response /* (1000, 5, 2015/03/05) */
We are sorry the consumer had an issue with our policy.
This policy was initiated to protect SquareTrade from continuous losses. The messaging to the consumers was not clearly done. Because of that there were issues consumers were...

experiencing.
To make our consumer experience better we have since stopped that policy and are no longer holding funds automatically.

Initial Business Response /* (1000, 5, 2015/12/29) */
We apologize for the issue the consumer experienced with their appliance device. There was a delay to receive the second part needed for the repair. To resolve the claim we are paying the consumer out for their device. The consumer has...

been contacted and informed about the resolution.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (3000, 11, 2016/01/28) */
no follow up, no communication, and laptop has been out of my hands for almost a month now for repairs.
I sent my sons laptop in for repairs and then had the same issue again, when he finally went on break from school I was able to send it in. I was told on the phone that it had to have the same issue 3 times to get a refund. I waited almost 2 weeks with no update before I decided to call. when I called the representative told me that it looks like the computer cannot be repaired and I should get an e-mail in about 24 hours with an update. I waited two days before I called back. I spoke to a representative explaining my issues and he asked if he could put me on hold. I sat on hold for about 15 minutes before he returned to say he has been on hold with the 3rd party repair company. I asked to get a call back since I was at work, he said yes took my number and never called back. I then called two days later and spoke to a representative and told him I was done and wanted a refund, I was transferred to a gentleman by the name of [redacted] and was told he is the only [redacted] there. I told him of my issues and at this point I wanted a refund and was just done and the lack of communication and no call backs was very frustrating. [redacted] asked if he could call the 3rd party repair company, after a few minutes I said sure. He told me he would then call me back in 20 minutes. About 45 minutes later [redacted] called back to say that he was unable to get a hold of anyone and would need to call them tomorrow and get back to me. This was 01/27/2016 I told [redacted] that was unacceptable especially with all that I have already been through. I told him I wanted a refund and he said he was unable to do that, I asked to speak to his manager and he said hold on let me see if someone is here. when he picked back up the line he said he was the only supervisor. I asked him to put me in the escalation queue so someone could call me back he said he could not do that. The only offer he had for me was corporates number or wait until 02/03/16 and then the refund would happen automatically. I told him that was not acceptable. [redacted] continued with that he could not assist me any further and could not have anyone call me back. I took corporates number and told him to have a nice day and ended the call. I am beyond frustrated with this company and feel like they want the warranty to run out so they don't have to replace or refund the product
refund or replacement of laptop
Final Business Response /* (4000, 13, 2016/02/10) */
This complaint is regarding an entirely different issue. The consumer will need to close this complaint & open a new complaint with Revdex.com.

Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize for the issues the consumer experienced with their device. The consumer's device is currently in transit to be repaired. A resolution specialist has reached out to the consumer via email and by phone. We are currently...

awaiting a response from the consumer.

Initial Business Response /* (1000, 5, 2015/08/24) */
We are sorry the consumer had issues with their device.
The warranty that was sold by the retailer was a warranty that would cover up to $59.99, however our system erred when the item price was input. We have resolved this issue and the...

consumer will receive the full payout of $59.98 once they file a claim and the claim is approved.
We have contacted the consumer to let them know that we have corrected the warranty and now they can file a claim.

Initial Business Response /* (1000, 5, 2014/07/14) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the confusion in this case. But our warranty only covers items that are purchased new with US manufacturer support. Overseas or grey market items...

that do not have US manufacturer support would not qualify for our coverage.
We'll provide you with a full refund on your warranty purchase.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/19) */
We are sorry the consumer had issues with their device.
Upon further inspection we have found that the specialist was not exactly correct in the issue of software. This is the initial reason the claim was not immediately filed. The...

specialist was willing to try to resolve the issue, but did not make that clear to the consumer. Also in this version of TV the software is firmware on one of the boards. This would be covered by our warranty.
We contacted the consumer and let them know we will pay them out on the cost of the TV and due to the poor experience the consumer had we are also refunding the warranty price.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/12/29) */
Wa apologize for the issue the consumer experienced with their device. The consumer has been contacted by a resolution specialist to resolve the compliant. The claim has been approved for payout. Once the consumer returns the device a...

check will be issued for the amount paid.

We are sorry for any issues the consumer had during their claim process.  Its appears there were some issues with the consumer receiving their check through standard mail.  Ultimately an alternative carrier was used to send the consumers reimbursement after the failed standard mail attempts.  The consumer has since received their reimbursement.